2 Be able to plan the delivery of customer service
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Question 1 of 6
1. Question
2.1 Identify customers’ needs and expectations
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Question 2 of 6
2. Question
2.2 Map the ‘customer journey’
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Question 3 of 6
3. Question
2.3 Confirm that systems and structures are in place to enable the delivery of agreed standards of customer service
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Question 4 of 6
4. Question
2.4 Prepare the resources needed to deliver products and/or services to different types of customers
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Question 5 of 6
5. Question
2.5 Plan how to deal with unexpected additional workloads
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Question 6 of 6
6. Question
2.6 Allocate priorities to address points of service failure
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